Service Desk Technician

Service Desk Technician

Location:

Melbourne, FL (Onsite) Duration: 6-month contract Pay Range: $40/hr - $45.00/hr. on W2
Position Summary
The main purpose of this position is to provide both Level 1 & 2 support, while providing project support for annual projects:
Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times.
Work with a team of technicians, share knowledge, and provide feedback
Have the knowledge to support today's IT standard environments and ensure the company's computing environment is stable and performing optimally.
Maintain the Thales end-user working environments, that include Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
Proficiently use of a ticketing system (specifically Service Now), to log all calls/walkups/IM's or any other contact with end users that require their time and support.
Provide a high level of customer service at all times.
Be available to travel to other site locations when required.
Essential Functions
This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans, implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users.

They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work, executing and maintaining security standards, and handling asset management software tools.
Duties include but are not limited to:
Taking incoming calls during standard business hours and be in rotation for the on-call, after-hours.
Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
Interact with external vendors hired by the IT department.
Maintain a clean and organized IT workspace, following Lean processes implemented onsite.
Work with Project Managers to provide project support.

Minimum Requirements
Must be a US person as defined in applicable law
Associate's degree focused on relevant technologies with 1-3 years' experience
Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
PC hardware troubleshooting and repair skills required
Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
Proficiency with Windows Win
10/11 operating systems and Microsoft Office
A minimum of 1-2 years' experience using Service Now ticketing system.
Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
Ability to balance priorities and work alone or with team with minimal supervision.
Good organization and project management skills with attention to details
Good verbal and written communication skills with the ability to document solutions and train other staff
Ability to travel to office and data center locations for on-site support, as needed.
A minimum of 1-2 years of service desk operation experience in Windows technologies.
The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from clients, customers, and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Preferred Qualifications
Bachelor's Degree focused on relevant technologies…